After-Hours IT Support Desk Technician

The 20 MSP; Cedar Rapids, Northern (IA, KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Certification reimbursement

401(k) with up to 4% match

Advancement opportunities

Job summary

The 20 LLC is seeking a hard-working After-Hours Support Desk Technician to provide remote support to our clients nationwide, with 100% onsite in-office work for the Cedar Rapids region. The chosen candidate will handle tickets, analyze issues, and implement solutions while communicating with customers during the overnight shift (Wednesday-Sunday 11:00 PM to 8:00 AM).

Responsibilities include diagnosing issues across devices and software, maintaining thorough documentation, and following SOPs to

Qualifications

• IT Fundamentals and A+ certifications, or equivalent professional experience.
• 1+ year of professional help desk experience.
• High attention to detail.
• Ability to follow instructions and policies.
• Ability to adapt to changing and fast-moving environments.

Responsibilities

• Identify, analyze, and resolve technical issues across workstations, mobile devices, OS, software and peripherals.
• Manage ticket queue to ensure timely resolution.
• Provide customer support using remote connection software.
• Provide thorough documentation on each customer interaction.
• Prioritize ticketing system flow by following SOPs and KB articles for resolution.
• Meet or exceed KPI goals.
• Troubleshoot VPN connectivity, advanced desktop issues, entry-level server issues, hardware issues, and line-of-business support.

Skills

Help desk experience

Attention to detail

Following instructions

Adaptability

Customer service

Education

IT Fundamentals

A+ certification

Job description

The 20 LLC is a nationwide Managed Service Provider (MSP) and MSP growth platform that partners with both general businesses and IT service companies across the country to deliver world-class technology solutions and support. We are passionate about fostering a collaborative, innovative environment where our team members and clients can thrive.

We are looking for a hard-working After-Hours Support Desk Technician to provide remote support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

This position is 100% onsite, in-office.

Available Shift: Wednesday-Sunday 11:00 PM to 8:00 AM

Responsibilities:

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to:
  • Advanced desktop issues
  • VPN connectivity
  • Entry-level server support
  • Hardware issues
  • Line of business support

Requirements:

• IT Fundamentals and A+ certifications, or equivalent professional experience
• 1+ year of professional help desk experience
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast-moving environments
• Competitive 401(k) participation with up to 4% contribution match
• Certification reimbursement to support your continued development
• Meaningful opportunities for advancement within a growing organization
• A culture built on drive, accountability, collaboration, and excellence

Physical Demands:

The physical demands below describe the essential job functions needed to complete this job.

• Consistent hand and finger dexterity necessary to operate computer equipment
• Consistently required to sit, stand, walk, talk, hear, and see
• Routine use of hands to type
• Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
• Occasional need to walk around the office
• Consistent vision abilities required; close vision, depth perception, and ability to focus
• Occasional need to lift and/or move up to 30 pounds

Environmental Conditions:

• The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)
• Work is in an open office environment with steady conversation and interruption

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.